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Service Desk Team Lead – 12month contract

Job Ref
264219
Job Type
Contracting
Employer Type
Recruitment Agency
Date Added 12 Feb 2016
Expiry Date 28 Mar 2016
* There have been 10 applications to this job.
* This job has been viewed 2983 times.
Employer:
Datacentrix

Location:
South Africa

Salary:
Negotiable

Benefits:


Role details:
My clientbased in Sandton is currently looking to appoint a Service Desk Team Lead to provide a high level oftechnical and operational support to all team members and the Firm. Assist the Manager in areas ofreporting, and ensure the level 1 team runs in an efficient manner.
- - - - - - - - - - - - - -
Essential Functions of theJob:

Monitor and manage the performance of Service Desk technicians who are underdirect supervision

Provide technical assistance and training of Service Desk technicians,assisting with calls when appropriate

Share useful information in the knowledgerepository, and ensure procedural information is current and accurate

Handling outage notificationsto all stakeholders and maintain ownership of outage escalations

Resolving complex problems andescalated calls to satisfactory conclusion

Serve as an escalation point for difficult problemsand complex inquiries

Liaise with different IT Services teams to ensure the most effective proceduresand solutions

Ensure all SLA target are reported and achieved, notifying the management teamof any issues

Assist with setup of schedules, forecasts, etc, and monitor compliance andperformance

Ensure daily processes are complete – emails / voicemails / schedules /secondary tasks

Publish and review reports to identify call trends and training opportunitiesfor technicians

Allocation of tasks/projects within the team, monitoring delivery and defineddeadlines

Counsel team members in accordance with the Firm’s appraisal process, includingpersonal development

Contribute to and participate in the recruitment of new team members

Ensurephone downtime is utilized productively, on projects or knowledge improvement

Maintain up to dateknowledge of IT Services policies and procedures relating to the Firm’s technology servicesand communicate changes as appropriate

Take ownership of outstanding issues andcommunicate to the team or other stakeholders as appropriate

Work on multi-functionalprojects, ensuring Service Desk is represented and information communicated to relevantstakeholders

Flexibility of contact, outside normal business hours

Actively participatein the firm’s performance management and development process co-developing Annual Plans withappointed counsellor.


Analytical/Decision MakingResponsibilities:
Must be able to decide what knowledge to apply to resolve or if it needs to be escalatedto the next level.
Knowledge and Skills Requirements:

Excellent people skills, supervisory and customerservice


 

Able to develop working relationships with staff and management at alllevels

Excellent listening, written and verbal communication skills

Excellentorganizational and project management skills

Understanding of Service LevelAgreements

Analytical troubleshooting

Drive teamwork

Defusing issues with irateclients

Multitasking, ability to prioritise own work and that of others

Manage repetitivetasks with high accuracy

Working under pressure

Supportive ofcontinuous improvement in relation to own performance and development and that of the widerteam.
 
 
 


Mandatory:

Understanding of ITIL Incident Management andcoordination

Understanding of IT security and its importance

Microsoft Office 2007suite

Lotus Notes 8 – Mail and Databases

Windows XP

ActiveDirectory

Intel compatible hardware (Desktops, Laptops, Printers, Mobile Devices)

Networkingconcepts

Remote Access

Successful completion of College/University coursein Business, Computing or Information Technology

Successful completion of ITIL Foundation course orMCDST

Soft skills course completion directly relating to customer care or supervisoryroles

Good knowledge of English, both verbal and written


SupervisionResponsibilities:
Assigns personnel to appropriate operations, and evaluates their work.
Other Requirements:
Overtime may berequired as per country overtime policy
Education:
A Bachelor’s degree in Computer Science or arelated discipline, or equivalent work experience
Experience:
Mandatory:

Over 3 years’ experienceworking in an IT support environment in a senior role, working with a call management tool,responsible for hardware, software and business process requests

Over1 year working knowledge ofITIL incident management and co-ordination
 


Desirable:

Experience workingwith IT requirements of a global firm

Experience in a non-English speaking customerfocused role
Willnot travel will however manage SA, Botswana and Namibia
3000 users
7 Tech’s reporting to person, 2 seniorTech’s
Incident management and ITIL skills required


 
 




 
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